Carli Bowen

Experience

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  Sitel Group

  Oct 2013 - Oct 2018

  Led a team of 20 retention agents, Managed timekeeping, reviewed calls for qualityassurance, completed side by side evaluations, reviewed and distributed dailyperformance metrics and weekly performance metrics, monitored call volume andservice level, held weekly team meetings, led weekly client calls to look at metricssuch as handle times, after call work, and quality audit scores and KPIs such ascustomer satisfaction scores (CSATS), first call resolution, call abandonment rate,and response time. Show less

  • Coach

    Mar 2017 - Oct 2018

  • Learning Specialist in Training

    Mar 2016 - Mar 2017

  • Customer Service Representative

    Oct 2013 - Mar 2016
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  160over90

  Oct 2018 - Mar 2024

  Senior Field Ambassador

  January 2023-Current Provide field marketing support for clients. Recruit, hire, and train brand ambassadors (BAs) for promotional activations.Manage time keeping and onboarding for BAs. Purchase activation elements such as branded sample cups, uniforms,games, giveaways, and more. Submit monthly expense report using concur.Reconcile budgets. Create weekly and program end recap decks to showcaseperformance. Travel to ‘spot check’ promotional activations and provide productionassistance for events. Supported the execution of over 1,000 events in 2023.October 2018-January 2023Motivate and train Dow Jones call center agents to retain newspaper subscriptions.Built incentive plans weekly and monthly to excite and motivate call center agents.Rewarded agents based on metrics and KPIs. Monitored calls for quality assurance.Facilitate educational training sessions. Collaborated with client and sitemanagement to reduce pain points and align goals. Show less

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  Azibo

  Mar 2024 - now

  Customer Success Associate